Alexa Barber
Kingston,PA
Summary
Experienced Customer service Supervisor bringing 6 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
6
6
years of professional experience
Work History
Customer Care Supervisor
Astound Broadband Powered by RCN
04.2022 - Current
- Providing support to agents by answering questions in an timely manner
- Adjusting time sheets to ensure agents are staying within compliance
- Maintain a positive company image by checking NPS database daily
- Coaching and mentoring agents to achieve a collective goal.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Monitored compliance risks while adhering to safety protocols.
- Evaluated interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement.
- Create service now tickets to correct technical issue for my team.
- Submit payroll for a team of 10 plus agents.
Customer Care Lead
RCN/Grande/Wave/Entouch, Telecommunications Wilkes
08.2020 - 04.2022
- Providing support to agents by answering questions in a timely manner
- Adjusting time sheets to ensure agents are staying within compliance
- Maintain a positive company image by checking NPS database daily
- Delegating cases and follow up work to ensure that customers' concerns get resolved in a timely manner.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Ecare Agent
RCN/Grande/Wave Telecommunications, Wilkes Barre
10.2019 - 08.2020
- Obtained knowledge on how to operate multiple systems at once
- Resolved issues with systems, hardware, and telephones quickly and accurately
- Broke down and evaluated user problems, using test scripts and personal expertise and problem solving.
Customer Service Representative
RCN/Grande/Wave Telecommunications
03.2017 - 10.2019
- Answered customer telephone calls promptly to avoid on-hold wait times
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
High School Diploma -
Wyoming Valley West Senior High School
Plymouth, PA06.2012
Skills
- Conflict Resolution
- Organization
- Giving & Receiving Feedback
- Customer Service
- Relationship Building
- RT Knowledge
- NPS Knowledge
- Email Cases
- IP Cases
- Service now
- Quality Control Standards
- Client Interactions
- Escalation Management
- Microsoft Word
- Microsoft Excel
- Payroll
- Management
- Service now
- Certificates
- Management essentials via Penn State
- Verbal and Written Communication
- Schedule Management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There’s no reality except the one contained within us. That’s why so many people live an unreal life. They take images outside them for reality and never allow the world within them to assert itself.
Hermann Hesse
Timeline
Customer Care Supervisor
Astound Broadband Powered by RCN
04.2022 - Current
Customer Care Lead
RCN/Grande/Wave/Entouch, Telecommunications Wilkes
08.2020 - 04.2022
Ecare Agent
RCN/Grande/Wave Telecommunications, Wilkes Barre
10.2019 - 08.2020
Customer Service Representative
RCN/Grande/Wave Telecommunications
03.2017 - 10.2019
High School Diploma -
Wyoming Valley West Senior High School
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